Laurie Kohls
Saint Cloud,MN
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
Work History
VP of Operations
QCSS Inc.
05.2023 - Current
- Managed 3 call centers, and a direct mail operation, ensuring timely completion within budget constraints.
- Cultivated strong vendor relationships, enabling effective negotiation on pricing and terms for better cost control.
- Assisted in recruiting, hiring and training of team members.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Evaluated existing workflows to identify inefficiencies and propose innovative solutions that enhance productivity across the organization.
Director of Direct Mail
QCSS Inc
03.2021 - 06.2023
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Manager of Call Center
QCSS/Aria
06.2019 - 03.2021
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Call Center Supervisor
Aria Inc
02.2010 - 06.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Fostered positive work environment, reducing staff turnover by focusing on team-building activities and open communication.
Call Center Representative
Aria Inc
02.2008 - 06.2010
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Education
No Degree - Psychology/Sociology
UW-River Falls
River Falls WI Associate of Science - Health Information And Compliance
Rasmussen
Saint Cloud MN02.2020
Skills
Scheduling
Office Administration
Operational management
Administrative Support
Teamwork and Collaboration
Customer Service
Problem-Solving
Timeline
VP of Operations
QCSS Inc.
05.2023 - Current
Director of Direct Mail
QCSS Inc
03.2021 - 06.2023
Manager of Call Center
QCSS/Aria
06.2019 - 03.2021
Call Center Supervisor
Aria Inc
02.2010 - 06.2019
Call Center Representative
Aria Inc
02.2008 - 06.2010
No Degree - Psychology/Sociology
UW-River Falls
Associate of Science - Health Information And Compliance
Rasmussen
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